Sudarsan Raja V

Operation Manager II – 2018 – Present (Client - Google - Trust and Safety)

Trust & Safety is Google's team of abuse fighting and user trust experts working daily to make the internet a safer place.

Operations Management

• Mentored and empowered direct reports to effectively navigate company policies and standards, fostering culture of compliance
• Cultivated positive and engaging work environment through initiatives that boosted employee morale and productivity
• Developed and implemented plans for 6 new workflow launch between 2021 and 2022, overseeing setup process and ensuring a seamless transition to BAU
• Empowered direct reports to achieve their full potential by facilitating regular one-on-one meetings for personalized coaching and development plans focused on individual and team goals
• Utilized technical expertise to analyze MLOTT data and make critical decisions regarding backfill approvals, ensuring smooth operation
• Performed meticulous invoice reviews to guarantee billing compliance and timely payments
• Leveraged project management skills to lead BCP development, ensuring business resilience

Client Management

• Facilitated regular client communication through meetings, ensuring clear understanding of their needs and goals
• Maintained strong client relationships by conducting regular MBRs and QBRs to assess performance against key metrics and ensure account health
• Analyzed data from regular performance surveys to identify areas for improvement
• Collaborated with stakeholders to identify growth opportunities, industry trends, and potential technological advancements

Project Management

• Led efforts to generate new and innovative ideas that resulted in continuous improvement
• Analyzed data to drive continuous improvement in resource utilization, team efficiency, and overall productivity
• Played key role in exceeding project revenue targets, contributing to overall company growth

Accomplishments

• Business Generation - T&S Business Growth from 100 to 800+ HC
• Productivity Improvement & Cost Saving
• Reduction in routing volume for Cloaking Bin & Cloaking Appeals which has resulted in 23 FTE savings (Cost of $200K yearly savings)
• 9% reduction in suspension volume by implementing daily budget limit as <=$999 for a new account opening which has resulted a yearly savings of $105k
• Draft Accounts to be processed by risk engine rather routing to Risk Bin, which can result in HC Optimization and saved $350k yearly
• Local Launch Desk - Led local launch desk team to assist client in promising new venture
• Cycle time Reduction - Reduction of loan cycle time from 37 days to 24 days
• Offshore Transition - Demonstrated strong project management and process improvement skills by leading successful offshore transition of critical mortgage and account servicing tasks.
• Implemented "Notes Genie tool" to ensure there is no grammar and spelling mistakes in missing documents letter which had resulted 30% of error reduction
• Developed and implemented aging report to analyze Turnaround Time (TAT) data, enabling proactive identification and resolution of potential delays
• Implemented multiple lean tools to improve AHT, Quality and Daily Reports

Milestones

• Demonstrated consistent track record of high performance, achieving 'above expectation' ratings in 87.5% of performance reviews over the last 16 years.
• Operational Excellence award 2022, Gracias award 2020, 2021, Circle of Excellence 2016 & Top Talent 2010, 2011